FAQ - Frequently Asked Questions

We currently use the Secure Sockets Layer (SSL) protocol to safeguard your information, including your credit card number, during online transactions. None of the hundred of thousands of people, who have made purchases through iTEKcanada.com's Website using SSL, have reported to us fraudulent use of their credit card as a result of their online order. We believe SSL to be a very safe encryption method, but we are always looking for even more secure encryption methods to safeguard information sent online. Our server will run detection software to help ensure you are using a secure browser and your information is secure when you check out. If our browser determines you are not using a secure browser, a message will appear at checkout. Payment is made via a service provider recognized (Paypal), we do not collect information regarding your credit card.

What is SSL?

SSL (Secure Socket Layer) is a security protocol used to exchange information on the Internet. This protocol very popular to this day remains the safest means to exchange information on the Internet.

By convention, When an site or page uses SSL, the address begins with https://. Most modern browsers display an icon when communication is secured via a protocol such as SSL.

Where can i find my orders ?

When you place an order, we send your purchase order by email. If you have not received or simply deleted the email, you can always access your orders from your account.

When will you ship my order if I place the order today?

We usually ship all our orders the same or next business day the order was placed. Sometimes, you may expect a slight delay of 2 days. We have a 99% same day shipping rate. On average your order will be shipped the next business day. Please note that an order placed on Friday will ship on Monday as we don’t ship on non-business days.

I haven't received my order, what to do?

First, check the scheduled delivery date on your purchase order. Wait 1 to 2 working days after the date, if you have not received your order please contact our customer service.

Do you ship internationally?

We do not currently ship internationally. Currently, we only ship within the United States and Canada.

Once a package leaves our warehouse it becomes the responsibility of the carrier. The carrier is responsible for any unforeseen delays in your order's arrival. We can help you but we cant guarantee a fast turnaround on this.

Can I cancel my order?

In most cases, we process the order within 3 hours from the time the order is submitted and ship out the same day. We may be able to cancel your order if you contact us before 12pm EST and your order is placed on the same day. We cannot cancel any order after shipment is picked up by the carrier.

How long will it take after my order ships?

Ground Shipping may take from 3 to 6 business days. All our orders are shipped from our Saint-Constant QC warehouse. You can always track your package on the carriers website we used to ship your order.

My tracking number is not working. What should I do?

Sometimes a package gets separated from its order and does not get scanned by the shipper.. Either way, give it a day or two to see if all the items on your order arrive. If you have not received your order in the time given or your tracking number doesn't display any info in after 1 -2 days, please call the carrier (Canada Post, Purolator, FedEx). If you don't get an answer we will be very happy to help you.

What should I do if an item is delivered damaged?

If the item appears to have obvious damage by the Shipping company, immediately tell the driver you do not want to receive this package or call the shipping company to submit a damaged shipment claim. If the damaged package was left or someone else signed for it, there is a grace period of 5 days to file the damage claim. Obtain a control number from the shipping company.

How do I contact the shipping companies?

Fedex: 800 Go FedEx - www.fedex.com

Canada Post: 866-607-6301 - www.canadapost.ca

Purolator: 888-744-7123 - www.purolator.com

Can you send my order COD?

Yes we can ship your order by COD. During the transaction, you can pick the shipping option ‘ Canada – COD ‘.

What are my payment choices?

iTEKcanada.com accepts the following payment types: Visa, MasterCard, American Express and Paypal.

Why must you verify my billing and shipping address before they can ship my order?

In order to guard against credit card fraud, if the billing and shipping address are different, we must verify that the alternate shipping address is authorized. Please contact the issuing bank of your credit card and list your ship to address as an alternate address in their memo field. We will call them and verify the address. This could delay your order.

How can my credit/debit card be declined when I know for certain that I have the funds available?

Credit card can decline due to invalid credit card number, exp date, daily limit, insufficient credit, or other reasons. Sometimes the card number itself is input incorrectly. Check online to be sure the number has been input correctly. Contact your credit card company for more information.

Do know specifically why my credit/debit card was declined?

The computer does the credit card charges automatically. We are not given a reason when a charge declines. Only that it is declined. Verify you have given us the correct numbers and expiration date. If so, please contact your creditcard company or bank for information.